We would like to allow users to edit their own address, PLZ, Country and city via their account on the portal, but this cannot currently be done.This user mailing address can only be edited by an agent logged into the Agent Interface.

https://readthedocs.org/ is software documentation management application widely used these days. Many projects including our use it, and it will be great if we could think this to guide(s) in an automated way since this will save us tones of time. We work on documentation collaboratively, and often many external people participate and it's not alw…

Is there a possibility to search in custom fields for organisations? It would be great to search for the custom fields of an organization. We use 1 custom field for the organization ID from another software, this field synchronizes with our API with our software.

I noticed that when users create new tickets the related articles engine doesnt show very helpful data. It often will show unrelated customer feedback instead of actual articles based on the key words added to articles. This should be fixed.

I like the re-ordering of the "All Filters" list in Admin, but when I select the "Agent Filters" or "Team Filters" I cannot re-order the filter. For example, if I select the "Team Filters" and I want to re-order them, I cannot. I have to view "All Filters" in a very long list. It's difficult to find each one to re-order and move around. Managing…

Currently, tickets only pull through into a certain filter if ALL listed criteria are met. We would like it if a filter criteria can contain a rule that says if X criteria is met OR if Y criteria is met.

Would it be possible to include the “Brand” into the main ticket list as an option to add a column and also order and group by options?We have a single team working across multiple brands and are using a single department to deliver the service, having brands both visible in the main ticket list and also as a group and order by would be very helpfu…

The idea would be to assign specific hours for agents who work in a Round Robin setup who may need to be logged into DeskPro; however, without being in the Round Robin queue.Example:Agent A is in RR queue, but will be working on a side project Tuesday and Thursday of each week.Current setup, an admin will need to remove Agent A from RR queue and re…

I think it would be helpful to have messages that you forward be linked to the ticket that they originated from.As it stands right now if multiple message are forwardedfrom a ticket, you can't easily keep track of them and you have to link them together to the main ticket manually.

We found a good feature you could add to save time on repetitive tasks. Allow follow-ups to be included in a macro. Right now a follow up can run a macro but it would be great if a macro could include a follow-up.

We are using Elasticsearch and it works well. The ability to sort by Best Match, Last Activity and Date Created is useful, however, when searching it would be especially valuable to see the date associated with Last Activity or Date Created. Any possibility? Seeing the date returned along with the subject and client email would make it easier to de…

We've had recurring issues where an agent gets assigned something that stays untouched because they are unavailable for days or weeks. We want to remove the human action of having others track another agent's tickets and automate it.Something like an indicator someone can mark on their preferences with a start and end date and the ticket gets unass…

With business text messaging growing, Deskpro should have the ability to natively handle inbound SMS/MMS messages similar to the web chat feature.While I think we can get this configured via API and/or Zapier, having this working with Twilio and ZipWhip would be smart.

Hi I would like to suggest a message of the day when agents sign in. It will appear as a pop up and will display some message and they can then close it but reopen it if needed. I would like this for teams so if they are part of a team it will display a different message just for that team.

I want to have a report for the average/total time a ticket has been waiting for an agent, which excludes the time the ticket was on status "Resolved".Currently, DeskPro only keeps the last time/date when the ticket was set to "Resolved". Therefore, if a ticket has been re-opened afterwards, the reports are not showing the correct details (since th…

This may not be in the spirit of visibility in some cases, but I would be curious to know if a downvote button feature might be implemented. We had a situation where customers were very vocal about a certain situation, and many were posting feedback comments and upvoting each others. What we weren't able to gauge was how many people disagreed with…

When creating a new field the possible layouts that it can be applied to are all selected by default.When you have a large number of layouts and the field only needs to be applied to one or two this can be annoying.It would be great if there was an option to deselect/reselect all.

This is an enhancement request.Currently if you want to purge items in the recycle bin you have to go to Admin | Tickets | Statuses | Deleted | Run Clean Up NowIt would be better if items could be purged either individually or in total by going into the Recycle bin and clicking 'Empty Recycle Bin' or allowing the option to purge individual items…

This should be fairly simply to do.When adding links into the guides, the URLs open in the same tab and therefore losing the Guide that is currently being viewed. Is it possible to implement the ability to open anchored URLs in a separate tab.This was noticed by both me and my boss, the CIO

Is there a way that permissions can be updated in order to allow agents to create new tickets and choose a user, but prevent the agent from viewing the Users profile, in specific their Organization details.

Even if user setup to specific brand,if you try to login as user, it will drop you to kb of default brand.my primary brand on support.brand0.io and additional brand support.brand1.ioif i try to login as user from agent interface, it will always drop me to support.brand0.io

All outbound emails signed only with deskpro domain key, while customer domain key not used (despite that dns records created)Such mail providers like gmail labeling such mails with (sent via deskpro.com) which confusing sometimes users.

I want the raw data and can't use the * character to select all fields.I will not be using your Deskpro query language and it' easier and faster for us to dump the data in an excel sheet and manipulate the data and create our graphs.

In the reply box there is:REPLY | NOTE | FORWARDand the only way to quote is to click on the tiny gear next to the ticket. Any chance for that as an option above the reply box?REPLY | QUOTE | NOTE | FORWARDThe quote option would quote the last response. If there was another one that required attention, the gear by that message would do the trick…

Sometimes (quite often) it occurs that a client sends his mail to my private mail address however the topic of the mail would belong to a department in Deskpro.In this case there is a smart function in DeskPro whereas when an agent forwards an e-mail to a department address it will be converted to a ticket and the USER will bethe original sender of…

When I create a report with custom field data in the SELECT clause, it only lists the child option, but I'd like it to list the full hierarchy (so including its parent option).This is particularly important if you use the same child options across different custom fields.

When you open your KB, it displays all the categories with 5 articles underneath, I've been in conversation with DeskPRO who advised... By default, the top 5 are the most recently added Articles. We don't have an option to customize this in the UI. It may be possible to alter by editing the portal templates. Alternatively, you could raise this in o…

I would like it to be easier to change the date range a stat/report focuses on. If I want to look at a report over a specific period of time, I currently have to define the dates within the query. I would like to be able to select and change absolute dates using a calendar instead.